EventSpan

Speaker:

Nick Miller - Clarity Advantage

Full description:

High levels of small business dissatisfaction with banks - particularly larger banks - hint at an oncoming train of significant customer attrition and churn when the economy improves and business owners feel confident they can get credit or better service at other banks.

How can individual business bankers and branch managers raise the odds of retaining small businesses and their owners as customers?

In this webinar, Clarity Advantage will share a suite of "street level" customer retention strategies drawn from recent customer research and long experience - strategies that individual business banking or branch team members can execute regardless of or in spite of what "marketing" or "product management" are doing, with an eye cast toward how their incentive plans work.

Intended audience:

• Commercial and Small Business Bankers
• Branch Managers
• FSRs

What you will learn:

• Three tips for attracting new customers who are more likely to stay.
• Five keys to beginning and expanding relationships so they are more likely to stick.
• Three important principles of handling service breakdowns and dissatisfaction.
• How to communicate and contribute value.
• How to focus retention efforts on the customers that make the most difference to the bank.
• Six tip-offs that important customers may be thinking about leaving your bank.